topic Re: broadband keeps dropping out in Broadband

broadband keeps dropping out

marqous — Mon, 23 May 2022 19:27:11 GMT

Hi,

over the past week the broadband has been dropping out randomly - sometimes with the router flashing white/orange and sometimes flashing orange - and seemed a bit slow yesterday evening.

I've tried re-seating the plugs, etc and it's plugged directly into the master socket 'test' socket, and i've tried powering down and restarting the router. could you check to see what's going on please?

phone seems ok

Re: broadband keeps dropping out

Skynet_TX — Mon, 23 May 2022 19:52:25 GMT

Hi @marqous,

It would be worth going to the Service Centre to run a connection test on your line, this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.

The TalkTalk Support Team on this community will be able to help, they will hopefully be able to respond to this post tomorrow.

Re: broadband keeps dropping out

Anonymous — Tue, 24 May 2022 06:27:08 GMT

Hello,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault, however the connection looks unstable. I can see from your post that you've already tried the test socket. Have you also tested with a different router? Is there any noise on the voice service?

Thanks

Re: broadband keeps dropping out

marqous — Tue, 24 May 2022 12:18:15 GMT

Hi Michelle,

The voice service seems normal. No i don't have a spare router.

Re: broadband keeps dropping out

Chris-TalkTalk — Tue, 24 May 2022 12:35:22 GMT

OK thanks, we can send a router to test with, would you like me to arrange this?

Chris

Re: broadband keeps dropping out

marqous — Tue, 24 May 2022 13:00:13 GMT

OK, yes.

Re: broadband keeps dropping out

Chris-TalkTalk — Tue, 24 May 2022 13:28:58 GMT

Could you just add your surname to your community profile and I'll order the router for you

Chris

Re: broadband keeps dropping out

marqous — Tue, 24 May 2022 14:26:35 GMT

done; although I might ask why it's needed as talk talk must have my name, address and phone no. anyway?

Re: broadband keeps dropping out

Chris-TalkTalk — Tue, 24 May 2022 14:30:45 GMT

Thanks. Yes we do have your name, I just need to confirm that the name you give me matches the account holder name on our system 🙂

I'll order the router now, it should be with you within a couple of days

Chris